Shipping & Returns

The Balcony Garden (ABN 67 627 039 329 )


The Balcony Garden regards customer privacy as an important part of our relationship with our customers. The following privacy policy applies to all The Balcony Garden users, and conforms to Internet privacy standards.

If you have questions or concerns regarding this statement, you should first contact The Balcony Garden on 02 8363 1144 or 03 8306 0544.

Collection of Information

In order to use the The Balcony Garden website, we may require information from you in order to provide the best service possible.

All correspondence may also be collected and stored, particularly in regard to sales, support and accounts, including Email.

Any information collected by The Balcony Garden is collected via correspondence from you or your company. This may be via the telephone, Email, mail or directly through our website.

Use of Collection Information

Any details collected from The Balcony Garden customers is required in order to provide you with our products and/or services, and a high level of customer service.

Correspondence is recorded in order to provide service references, and to assist in our staff development.

Storage of Collected Information

The security of your personal information is important to us. When you enter sensitive information (such as credit card numbers) on our website, we encrypt that information using secure socket layer technology (SSL). When Credit Card details are collected, we simply pass them on in order to be processed as required. We never permanently store complete Credit Card details.

We follow generally accepted industry standards to protect the personal information submitted to us, both during transmission and once we receive it.

If you have any questions about security on our Website, you can email us at info@thebalconygarden.com.au.

Access to Collected Information

If your personally identifiable information changes, or if you no longer desire our service, you may correct, update, delete or deactivate it by emailing us at info@thebalconygarden.com.au.


If you purchase a product or service from us, we may request certain personally identifiable information from you. You may be required to provide contact information (such as name, Email, and postal address) and financial information (such as credit card number, expiration date).

We use this information for billing purposes and to fill your orders. If we have trouble processing an order, we will use this information to contact you.


The Balcony Garden uses personally identifiable information for essential communications, such as Emails, accounts information, and critical service details. We may also use this information for other purposes, including some promotional Emails. If at any time a customer wishes not to receive such correspondence, they can request to be removed from any mailing lists by emailing us at info@thebalconygarden.com.au.

You will be notified when your personal information is collected by any third party that is not our agent/service provider, so you can make an informed choice as to whether or not to share your information with that party.

Third Parties

The Balcony Garden may at its discretion use other third parties to provide essential services on our site or for our business processes. We may share your details as necessary for the third party to provide that service.

These third parties are prohibited from using your personally identifiable information for any other purpose.

The Balcony Garden does not share any information with third parties for any unknown or unrelated uses.


We reserve the right to disclose your personally identifiable information as required by law and when we believe that disclosure is necessary to protect our rights and/or comply with a judicial proceeding, court order, or legal process served on our Website.


Links on the The Balcony Garden site to external entities are not covered within this policy. The terms and conditions set out in this privacy statement only cover the domain name of www.thebalconygarden.com.au.

Changes to Privacy Policy

If we decide to change our privacy policy, we will post those changes to this privacy statement, the homepage, and other places we deem appropriate so that you are aware of what information we collect, how we use it, and under what circumstances, if any, we disclose it. We reserve the right to modify this privacy statement at any time, so please review it frequently. If we make material changes to this policy, we will notify you here, by Email, or by means of a notice on our homepage.

The Balcony Garden Security Policy

The Balcony Garden uses the eWAY Payment Gateway for its online credit card transactions. eWAY processes online credit card transactions for thousands of Australian merchants, providing a safe and secure means of collecting payments via the Internet.

All online credit card transactions performed on this site using the eWAY gateway are secured payments.

Payments are fully automated with an immediate response.
Your complete credit card number cannot be viewed by The Balcony Garden or any outside party.
All transactions are performed under 128 Bit SSL Certificate.
All transaction data is encrypted for storage within eWAY’s bank-grade data centre, further protecting your credit card data.
eWAY is an authorised third party processor for all the major Australian banks.
eWAY at no time touches your funds; all monies are directly transferred from your credit card to the merchant account held by The Balcony Garden.
For more information about eWAY and online credit card payments, please visit www.eWAY.com.au

Delivery Policy

Garden Pots & Planters

After ordering online, you will receive an email confirmation from eWAY containing your order details (if you have provided your email address). We will normally confirm receipt of your order within a few minutes of ordering. We will attempt to send your goods via 3rd party transport/shipping company within 2 working days; however if goods are unavailable delivery will take a little longer. You should expect to receive your goods ordinarily within 5 days of your purchase.

If you wish to query a delivery please contact us at info@thebalconygarden.com.au.

Defects and Returns

The Customer must inspect the Goods on Delivery and must notify The Balcony Garden within 24 hours of acceptance of Goods in writing of any evident defect/damage, shortage, or failure to comply with the description or quote.
If the Customer fails to advise the Company in writing of any matter referred to in clause 5.1. within 24 hours of Delivery, the customer is deemed to have accepted the Goods are not faulty and accord to the Customer’s order.
The Balcony Garden does not offer an ongoing warranty once the pots (Goods) are installed. This is due to the nature of the pots (Goods) and the exposure to the elements, plants, soil and water.
Fit for purpose means that the pots (Goods) are fit to do the job, i.e. Hold soil for a plant. A pot (Goods) is still fit for purpose if it has natural deterioration or discolouration due to its use as garden pot.
The Balcony Garden does not accept returns, exchanges or provide refunds because the Customer changed their mind.
Full refunds including shipping costs will be available in the instance of a major fault/defect as per Australian Consumer Law.
Should a valid warranty claim be made, The Balcony Garden (Company) is not liable for any costs associated or incurred by the customer as a result of removing & re-installation of faulty pots. An example of this would be the costs incurred by a customer to remove soil, discard of old pot, re-install new pot, re-install soil & plants.
Any modifications or changes made to the pots (Goods) will automatically void all warranty. Examples of modifications include but are not limited to; bogging/filling the drainage holes, drilling additional holes, painting, cutting, filling the pot (Goods) with a layer of concrete, or using geo-frabric.
Pots (Goods) are not designed to be “plumbed up”/connected directly to a a drainage system such as pvc pipe. The pots (Goods) are designed to be elevated on pot feet/plastic packers to encourage the water to freely drain away. Pots (Goods) that are directly plumbed up/connected to a drainage system/pvc pipe are automatically void of all warranty.

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